Ankur Biswas
Current
Manager Client Solutions EMEA
Education
B.Sc Physics, Mathematics & Electr...
Industry
BPO/ITES/CRM/Transcription
Ankur Biswas ’s experience
Manager, TMT
at
Gerson Lehrman Group
, Gurgaon, INDIA
January 2011 – Currently Working
Industry: BPO/ITES/CRM/Transcription
Functional area: ITES / BPO / KPO / Customer Service / Operations
Senior Research Analyst at Gerson Lehrman Group , Gurgaon, INDIA
October 2008 – January 2011
Industry: Other
Functional area: ITES / BPO / KPO / Customer Service / Operations
About Gerson Lehrman Group :
" Gerson Lehrman Group (GLG)
manages the world’s leading network of experts. Since 1998, its
platform for collaboration and consultation has helped the
world’s leading financial services firms, professional service
firms, corporations, and nonprofits find, engage, and manage
experts across a broad range of industries and
disciplines." In this role I am a Turn Around Specialist where
I Find Engage and Manage Industry Experts in Technology Media and
Telecommunications industries.
manages the world’s leading network of experts. Since 1998, its
platform for collaboration and consultation has helped the
world’s leading financial services firms, professional service
firms, corporations, and nonprofits find, engage, and manage
experts across a broad range of industries and
disciplines." In this role I am a Turn Around Specialist where
I Find Engage and Manage Industry Experts in Technology Media and
Telecommunications industries.
Technical/ Process Trainer at Dell International Services , Gurgaon, INDIA
May 2005 – October 2008
Industry: BPO/ITES/CRM/Transcription
Functional area: ITES / BPO / KPO / Customer Service / Operations
Joined Dell International Services as Customer Support Executive
in Bangalore and successfully grew various levels as Senior
Customer Support Expert to Resolution Expert and to Senior
Resolution Expert. Relocated from Bangalore to Delhi as Senior
Resolution Expert my responsibilities included: Identifying
Training needs for New Hires and Tenured Agents Conducting Team
Huddles and Case Manager Huddles Conducting Knowledge Checks on
the Floor Resolution Based Audits and Case Management Audits for
agents Have been part of weekly/monthly Governance Calls and
contributed towards process improvement with the onshore team in
Austin Texas. Have worked with the Process Engineering Teams and
Data Analysts in driving and recording various initiatives on the
floor - Average Handle Time - Marketing & Product Readiness -
Hub n Spoke Model Represent the site on cross-functional teams
having interdepartmental impact to reduce Transfers and have a
reduction in Transfer rate between Business and Home Consumer
segment Resolve issues according to established timelines and
procedures, and escalate to senior management as
necessary. Reporting important callouts that effect customer
satisfaction
in Bangalore and successfully grew various levels as Senior
Customer Support Expert to Resolution Expert and to Senior
Resolution Expert. Relocated from Bangalore to Delhi as Senior
Resolution Expert my responsibilities included: Identifying
Training needs for New Hires and Tenured Agents Conducting Team
Huddles and Case Manager Huddles Conducting Knowledge Checks on
the Floor Resolution Based Audits and Case Management Audits for
agents Have been part of weekly/monthly Governance Calls and
contributed towards process improvement with the onshore team in
Austin Texas. Have worked with the Process Engineering Teams and
Data Analysts in driving and recording various initiatives on the
floor - Average Handle Time - Marketing & Product Readiness -
Hub n Spoke Model Represent the site on cross-functional teams
having interdepartmental impact to reduce Transfers and have a
reduction in Transfer rate between Business and Home Consumer
segment Resolve issues according to established timelines and
procedures, and escalate to senior management as
necessary. Reporting important callouts that effect customer
satisfaction
Manager, Client Solutions - EMEA at Gerson Lehrman Group , Gurgaon, INDIA
January 2011 – Currently Working
Industry: Other
Functional area: Market Research
- Responsible for managing the Client Solutions EMEA team and
driving workflow. - Coordinate with Research Managers in
London, Dublin and supporting them on multi-sector projects
across the globe. Sectors include: Technology, Media &
Telecom Energy & Industrials Consumer Goods &
Services Healthcare Legal, Economic & Regulatory
Affairs Financial & Business Services Accounting & Financial
Analysis Real Estate
driving workflow. - Coordinate with Research Managers in
London, Dublin and supporting them on multi-sector projects
across the globe. Sectors include: Technology, Media &
Telecom Energy & Industrials Consumer Goods &
Services Healthcare Legal, Economic & Regulatory
Affairs Financial & Business Services Accounting & Financial
Analysis Real Estate
Ankur Biswas ’s education
B.Sc [Physics, Mathematics & Elec...],
Christ College, Bangalore [April,2005]
, Bangalore, INDIA
Ankur Biswas ’s additional information
Interests:
Traveling, Ball Room Dancing, Cricket, Soccer, Long Rides on my Royal Enfield Bullet.
Awards and achievements:
Q1FY 06 Have received Green Alert from Global Quality Team.
Q1FY 07 for taking Extra initiatives for the Team.
Q1FY 07 Best agent for the Quarter on the floor.
Q2FY 07 received an award for helping Gurgaon site to be the Best of Breed in Case ageing & Closure of Cases among DIS sites and Enterprise.
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